Truliant Federal Credit Union · 2 hours ago
Bilingual Collections Specialist I
Winston-Salem, NC
Full-time
Onsite
Entry, Mid Level
2+ years expTruliant Federal Credit Union is dedicated to improving lives by putting members first and providing excellent service. The Bilingual Collections Specialist I will engage with members to address delinquent accounts, assist with payment arrangements, and ensure compliance with collections regulations while maintaining a high standard of service.
Banking
Responsibilities
Contacts and engages with members by phone, email, and SMS texting to notify of their delinquent status and initiate collecting on loans, credit cards, and overdraft deposit accounts
Assists members in understanding their financial obligations, obtaining payments, and establishing realistic repayment plans. Follows up when repayment plans are not met
Documents all communication, payment arrangements, and processes related to collections efforts in a timely and detailed manner within required databases
Makes decisions, using ethical collection techniques and financial analysis which mitigate Truliant’s risk of loss while preserving member retention and promoting member loyalty
Utilizes multiple operating systems to maintain accounts throughout the collections process
Handles high volumes of in and outbound calls and servicing requests via email to consistently meet or exceed established Credit Union service standards, key performance metrics, and departmental service level agreements
Processes recommendations for repossession to the Repossession Specialists
Performs detailed research and compiles documentation for charge off disputes submitted by members and third-party collection vendors
Monitors member accounts and identifies signs of potential financial distress to identify opportunities to offer short term modification solutions or refer for workout loan consultation
Responds promptly to internal and external member inquiries and concerns with professionalism and empathy
Collaborates with other team members and departments to resolve complex member issues effectively, accurately, and in a timely manner
Engages in ongoing training and knowledge development of Truliant products, services, and collection techniques through training and self-directed learning
Provides feedback to management regarding process improvements and opportunities for efficiency gains
Follows credit union policies and guidelines to ensure compliance with debt collections laws and regulations
Assists with other tasks and projects as assigned
Qualification
Required
Bilingual (English/Spanish) proficiency required
Must have a basic understanding of standard concepts, practices, procedures, regulations and compliance within the collections environment
Must have excellent negotiation and problem-solving skills, with the ability to handle difficult conversations with members effectively
Must have excellent communication skills in English, both verbal and written
Must have basic personal computer skills, with knowledge of MS Office
Must be able to show persistence, determination and tact
Must be able to maintain objectivity and emotional stability under pressure
Must have ability to understand all business processes within the credit union
Must be detail oriented and well organized
Must be able to work in a general office environment
Must be flexible and able to shift resources and priorities as required
Must be able to complete all assignments with minimal supervision
Should possess a strong commitment to providing excellent service to Truliant's members
High school diploma or equivalent; college education preferred
Minimum 2 years' experience in financial services, call center, or collections environment required
Preferred
Knowledge of collection procedures, bankruptcy concepts, and repossessions and recovery
Benefits
No-cost employee Medical, dental, vision coverage
Prescription benefits (including mail order)
Paid holidays and Paid Time Off (PTO)
401(k) plan with contribution matching
Paid community involvement volunteers hours
Paid group life Insurance
Teammate loan discounts
Tuition reimbursement
Short and long-term disability
Health & Wellness program
Teledoc (physician video conferencing)
Onsite fitness facilities or health club reimbursement
Employee Assistance Program (EAP)
Medical flexible spending account
Dependent care flexible spending account
Company
Truliant Federal Credit Union
Truliant is federally insured by the National Credit Union Administration and is an Equal Housing Lender
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Todd Hall
CEO/President
Recent News
SC Biz News
2025-11-08
2025-11-04
2025-11-04
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